Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11, 2024, I contacted Safeway Transport to pick me up at my apartment and transport me (via wheelchair) to a doctor ************ The technician who came to pick me up acted in an utterly careless and potentially dangerous manner, with absolutely no regard for my safety. He damaged my home trying to force my wheelchair out the door, and ignored my entreaties to just stop the procedure as to continue his actions would lead to potential damage to the wheelchair, my residence, and or my person. He ignored me completely, instead pushing forward with his own plan of action. When we finally got to the curb where his vehicle was parked, he insisted on trying to push me WHILE SEATED IN THE WHEELCHAIR over the curb and onto the street (there is no curb cutout here). In doing so, he completely broke my wheelchair to the point that it was inoperable; I had to call EMS to come with their equipment to get me back into my apartment (even though he vehemently protested my calling 911). Further: when I called the company on Monday, 4/15 to speak with the boss (*****) to report the problem and ask if they planned to replace the wheelchair that was broken due to the techs carelessness, ***** became very irate, saying that there was a wheelchair in the van that I should have used for transport to my ************ I advised him that there was. NOTHING in the vanNO medical equipment whatsoeverwhich is why I finally decided to call 911 for help. I asked ***** again what he planned to do about the broken wheelchair; at that point, ***** advised me that the call was over and hung up. This company is clearly operating in a manner that is irresponsible and potentially dangerous. I feel that a formal complaint needs to be filed regarding the ways that they discriminate against the very disabled people they are supposed to serve. In addition, I am seeking recompense for the damaged wheelchair.

  Business Response

  Date: 04/30/2024

  On April 11th we arrived to a pick up location for a patient who had a medical appointment. The patient needed to be taken out of her home via wheelchair because she was unable to ambulate on her own. The patient failed to mention to us that she was over weight and unable to fit in our wheelchair so she decided to go in her own wheelchair. The wheelchair was difficult to move in the small space of her home. The patient was finally taken out of her home and rolled to the street but before getting onto the street there is a curb that needs to be cleared, we are trained in these situations and are able to clear the curb without any issues. In this circumstance it seems the wheelchair already had a defect or the wheelchair was unable to support the patients weight because the right side wheel of the wheelchair came loose. We offered to bring the patient back inside because it was unsafe to transport with that wheelchair but the patient refused and called 911. The patient was fully refunded for the trip even though our driver stayed with her for over 2 hours and tried his best to get her to her appointment. This was explained to the patient on the phone as well.